Full-time Guest Experience Supervisor

Thermea Spa Village; Whitby; On-site; CAD 33,000 - 39,000; Full time

Benefits offered by this job

Free Thermal Experience

Health Insurance

Job summary

Thermea Spa Village Whitby is seeking a Guest Experience Supervisor to oversee guest services and daily operations in our wellness village. You will supervise the guest experience team, ensure service excellence, and support scheduling, training, and procedures to deliver a best-in-class experience for our visitors.

The ideal candidate has at least three years in customer service and one year in a leadership role, with strong problem-solving and teamwork abilities.

Qualifications

• College degree in tourism, hospitality, or related training is an asset.
• Minimum three years experience in customer service.
• Minimum one year experience leading a team.
• Ability to solve problems quickly; multi-tasking.

Responsibilities

• Supervise daily operations and customer service teams to ensure a memorable guest experience.
• Ensure guests experiences meet brand standards.
• Recruitment and training support and scheduling.
• Assist in developing new procedures and improving existing ones.
• Collaborate across departments to achieve goals.

Skills

Customer service

Team leadership

Problem solving

Multi-tasking

Teamwork

Education

College degree in tourism/hospitality

Tools

CRM

Booker

Lightspeed

Job description

Full-time Guest Experience Supervisor AtThermea Spa Village Whitby

We have taken the spa experience and transformed it into a wellness village. Thermea Spa Village Whitby is familiar, feels like home, and allows its guests to escape the hectic pace of modern life. Our spa village is the first of its kind, with state-of-the-art installations and, at its core, buildings reminiscent of a distant past, when life was strongly connected with nature and steeped in traditions. Our spa village, a twist on traditional spa culture, combines unique experiences inspired by rituals found around the globe with a distinctively Canadian character—a peaceful hideaway for our guests not too far from home.

It takes a village, join us.

When you work at Thermea Spa Village Whitby, you are not just gaining a job—you are finding a family. We pride our community on being one of the warmest and most welcoming—and our guests truly appreciate it. We go out of our way to provide excellent care to our guests, as well as our artisans.

We are currently seeking a passionate Guest Experience Supervisor in Whitby, Ontario to join our village.

Find your place at Thermea Spa Village Whitby.

What We Stand For

Our mission is to give our guests a moment’s rest by offering them refuge, away from the pressures of modern life where they may rediscover their own well-being and, as a result, live a happier and longer life. Your role as an artisan of our spa village is to cultivate peace. We are passionate and dedicated team players here at Thermea Spa Village Whitby. Always enthusiastic, helpful, conscientious, discrete—and most of all, respectful. We deeply care about everyone—guests and fellow artisans alike—in our wellness village.

What We Need

Reporting to the Guest Experience Manager, the Guest Experience Supervisor’s responsibility is to ensure excellent customer service and a memorable experience to our guests by supervising the operations and the customer service teams. The incumbent is also responsible for performing administrative duties and operational tasks to ensure a best-in-class customer experience.

You will support the elevation of our culture through the lens of our pillars: The best in wellness | The feeling of somewhere else | A trouble-free experience | In a natural state.

What you’ll do

• Supervise the work of team members to ensure smooth running of the daily operations and contribute to their development and growth;
• Ensure that the guests’ experience is impeccable, according to the standards dictated by the brand;
• Follow up on guests complaints and resolve them in a satisfactory manner;
• Assist in developing standards for new procedures and contribute to the improvement of the existing procedures;
• Participate in the recruitment and training of employees and the development of work schedules;
• Participates in the opening and closing activities of the site by ensuring the cleanliness and safety of the premises;
• Utilize various software programs effectively and efficiently (CRM, Booker, Lightspeed);
• Liaise with the Contact Centre and IT department;
• Participate in active decision making on behalf of the spa;
• Provide consistent support to the team on the floor and complete regular site walks;
• Promote active employee engagement to ensure that established standards are met or exceeded;
• Collaborate across departments to achieve a common goal;
• Perform other related duties.

Profile needed

What is the profile needed in order to be successful in this position

• College degree in tourism, hospitality, or other relevant training is an asset;
• Minimum three (3) years experience in customer service;
• Minimum of one (1) year experience in leading a team;
• Ability to solve problems quickly;
• Ability to multi-task;
• Strong sense of teamwork;
• Responsible, autonomous and resourceful;
• Good physical condition; ability to work outdoors during all months of the year (weather appropriate uniform provided).
• First Aid/CPR, an asset

When

You will work on average 40-44 hours per week with a variable schedule including days, evening, weekends, holidays. Flexibility is required.

What

• Hourly rate $24-$28
• Free Thermal Experience *
• Health Insurance *
• Some conditions apply

How

At Thermea Spa Village Whitby we are committed to fostering an inclusive, accessible environment, where all employees and guests feel valued, respected and supported. Accommodations are available upon request for candidates throughout the hiring process. If you require an accommodation, we will work with you to meet your needs.

The use of AI may be applied during the recruitment process only to provide an overall job suitability score. It will not be used to choose or discard applicant